Has anyone noticed a steady decline of service quality in UPS here lately? My last few run-ins with UPS have not been pleasant.

The last major item that came in via UPS was a server that I purchased. It was damaged… I know the box was heavy and all but it had obviously been dropped on its corner. It was wet outside that day and I could see the water on the corner so I assume it happened on the way up to my door. No major damage, just the face place. Bummer. The next week the rails for the server came in and the box for them had suffered the same fate. The sad part… both packages were packed by “professionals” at the UPS store and shipped to me in UPS boxes packed by UPS employees. Pitiful.

I recently had to send my Xbox 360 back for service due to my run in with the Red Ring of Death. The UPS guy showed up with the empty box that Microsoft sends you and we both had a good chuckle because he already knew I had a dead console based on the address of where it came from and the fact that it was empty. He smiled and said he’d see me in a few weeks when they returned the console in that same box. Off to UPS my Xbox 360 went and one week later I get a notice from MS saying that it has been shipping back. (48 hour turn around, bravo Microsoft Xbox service center!)

Now I’m excited… I’m ready to have my Xbox 360 again. And here’s where the drama begins.

• 07/02/2008, Afternoon some time – I receive a call from an unfamiliar number. It’s an automated message from UPS saying I have a package arriving tomorrow that will require a signature. I jump online and look at the tracking number Microsoft gave me. Sure enough, it’s my Xbox. Now i’m really excited.
• 07/03/2008, 08:00 – I’m at home, waiting for my Xbox.
• 07/03/2008, 10:00 – I decide to track my package. I get the weirdest message… something is wrong with the label on the package but apparently it has been repaired. The package no longer has a delivery date and says “Exception” instead. Weird, but okay, whatever.
• 07/03/2008, 11:20 – I track the package again. The package is now back to normal status… to be delivered on Monday! Too bad i’m going to be out of town all next week and i’m already sitting on my tail at home waiting for this package. No big deal. I’ll just call UPS and set it up for a “will call” pickup.
• 07/03/2008, 11:23 – I call UPS. I get a really nice lady who tells me that she’ll have someone from the Palatine, IL center call me back within one hour with a status as to when I can pick my package up. Now i’m happy again. Nice lady too.
• 07/03/2008, 11:37 – Marie from Palatine center calls me. Wow! Fast response! Go UPS! But wait… The package never made it to Palatine this morning. It must be on the truck! Marie tells me that she’s going to find out and she’ll call me back. No problem. Now we’re getting somewhere and maybe the web site is just out of date. If a UPS Representative is reading this post, Marie was a really nice lady as well. She really was making an effort to help… read on for the part where the experience goes bad.
• 07/03/2008, 11:45 – Once again, super fast response from UPS Palatine. They’re either really good or really bored. Either way, i’m happy that they’re being so responsive. Marie tells me that the package is not on the truck nor in Palatine and that I can expect it Monday. If nothing else, call her and she’ll put the package on hold in Palatine and I can pick it up when I return. I’m a little angry at this point because i’ve now stayed at home today waiting for them. If I worked a normal desk job i’d have had to have taken off of work and would be pissed that my package didn’t show. But whatever, okay. I’ll figure something out.
• 07/03/2008, 12:03 – I decide to call UPS corporate back and have them track my package. Them not being able to tell me where it is right now is unacceptable. They really need to at least provide me with a current location of the package because it should be in Palatine. I get another nice lady at UPS corporate. I tell her the story and that neither Palatine nor the driver have it and I would like to know the location and expected delivery date so that I can make arrangements for someone to be home to sign for it. She tells me that it’s not a problem and she’ll have someone from the main Chicago center call me. It must be there still.
• 07/03/2008, 12:27 – UPS Palatine calls again. Wait? UPS Palatine? Why would they call me. I was expecting a call from Chicago center. Hmmmmm… Okay. It’s not Marie this time. It’s some other lady that I didn’t catch her name. She was talking too fast and in a very abrasive tone. She “informs” me that she was sitting next to Marie when I was on the phone and that there’s nothing else she can do. She then tells me that my package should go out on Monday and that I need to call by 07:30 on Monday morning if I want to have them pull it from the truck for a Monday will call. I started to explain to her that I wouldn’t be in town but decided to just save it because she’s obviously angry at me for calling again and isn’t going to help me. She was quite possibly one of the rudest customer service representatives that i’ve ever spoken to.
• 07/03/2008, 12:35 – The second time I called UPS, the lady told me that i’d have to call the sender of the package to escalate any further. It was a nice way of telling me to stop calling and that they weren’t going to help me anymore. So, that’s what I did. I called Microsoft. Unlike my first experience with Xbox 360 support, I get a really unfriendly individual with poor english skills. Oh joy… i’m screwed. I explain the situation. The first thing he does it try to give me the UPS tracking number and disconnect the call. I explain that I have the tracking number and I need Microsoft to escalate with UPS. He then proceeds to track the package himself and tells me that it will be here tomorrow. I try to explain again. He tells me he’s going to let me talk to his supervisor. After almost 15 minutes of holding, he returns… no supervisor on the phone. He then trys to give me the URL to get to UPS and track the pacakge. I explain to him that i’ve already done it. He tells me “but the status was updated 10 minutes ago!”. I jump on and check and no, it wasn’t… he’s in a different time zone and doesn’t realize that the web site isn’t updating for his timezone. I explain to him that it’s in central time, not wherever he is. That update was 1h10m ago, not 10m ago. Oh joy… I have one of “those” customer service representatives. We go back and forth for a few mintues with him insisting that my Xbox will be at my home tomorrow. I explain that tomorrow is a holiday and he just does not get it. I guess when you don’t celebrate Independence Day as a good US citizen should, you wouldn’t know that. He tells me that he’s going to go talk to his supervisor again, after another 10 minutes, I hang up.

Do I have a right to be angry? I think I do. UPS called me and said I needed to be here. I stayed home and waited, only for them to say that something is wrong with the label. It made it all the way from Texas to Chicago before somebody noticed the label? It was supposedly illegible. Funny… it was legible when they used it to look up my customer record for my phone number. My other concern is that they can’t find the package and aren’t willing to help me track it. I wonder who’s kid just got a repaired Xbox 360. Only time will tell but it bothers me that UPS employees know the box and address of repaired Xbox 360’s that well. Even the UPS Corporate lady made a joke about it.

Maybe i’m over reacting here but damn… what an annoyance. A total array of cluster f*** just to get an Xbox shipped from Texas to Chicago. Time to find a new shipping carrier.